Team Lead

VIVEK KUMAR

Address: **/***, *** *****,

DDA Flats, Madangeer,

New Delhi 110062.

Mobile No: 995-***-****

Email: ******.*******@*****.***

Objective:

• To work on challenging assignments this would contribute to the growth of the

organization.

Current Role:

Worked in IBM Global Process Service Limited, Gurgaon (Haryana) as a Lead –

Operations (Team Lead) for 5 years and 11 months (June 2007 March end 2013).

Job Profile:

• Worked in US inbound telecom semi tech process.

• Handled three LOB (Voice, Chat & Email support).

• Handled a team of 20 25 agents along with the Escalations Team.

• Responsible for scheduling, planning, team shrinkage, production hours, productivity,

adherence to any and all offline modes.

• Scheduling and planning Trainings as per the requirements and needs.

• Attending Client calls.

• Ensuring that goals are consistently being met in an effective and efficient manner.

• Responsible for the entire team’s performance and productivity.

• Conducting regular shift huddles to keep the team updated on product, performance and

also provide necessary feedback to improve IR score.

• Escalating unresolved issue to the Client and Vendor Manager.

• Providing Floor Support to resolve real time issues.

• Handling Escalated Supervisor Chats)

• Planning OT/Stretch depending upon the requirements.

• Coordination with other departments (WFM, HR, IT, Facility, Admin etc) to resolve issues.

• Scheduling Calibration calls to the Client to escalate issues and to provide feedbacks

which do help to enhance the productivity.

• Considering the business requirements, I volunteer myself for doing the Graveyard Shift

nine months in a row.

• Ensuring a green track performance not only MTD but DOD, WOW and YTD.

Achievements:

• Was instrumental in ramping up three batches of new hired trainees.

• Was awarded “Star” for three consecutive and “GEM” for two consecutive months.

• Was awarded Top “Team Lead” for three consecutive months.

• Impeccable track record. (Achieved all the Clients given targets).

Academic Qualification

Passed B.A. (H) with First Division in 2003.

Passed I.Sc. with First Division in 1999.

Passed 10th with First Division in 1997.

Educational Qualification in Computers

DCA (One Year Diploma in Computer Application) with A Grade from ICS in 2001.

Additional Qualification

Certificate Course in Personality Development from Appin Knowledge Solutions

with A Grade in 2005.

Strengths

Resource Management.

Good coordinating skills.

Adaptability to any situations.

Result oriented positive approach.

Good leading skills.

Personal Profile:

Father's Name : Late Parmanand Thakur.

Date of Birth : January 03, 1982.

Language : English & Hindi

Hobbies : Sketching and playing Guitar.

Marital Status : Single

Declaration:

I hereby declare that all the information mentioned above is true to the best of my knowledge and

belief.

Vivek Kumar.

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